Refund policy
Terms of Use and Return Policy
Returns
We do our best to ensure that your order arrives in excellent condition. However, we also recognize that in rare cases, unexpected issues may occur.
If your product arrives in poor condition, you may request an exchange within 3 days.
Products that arrive in good condition cannot be returned or exchanged, in order to maintain quality and ensure the safety of all customers.
This is in accordance with the regulations of the Ministry of Commerce, with the exception of perfumes and cosmetics due to their connection to human health, as stated on the Ministry’s official website:
https://mci.gov.sa/ar/guides/CustomerGuide/Pages/MCI_ReplacementCases.aspx
Return Request
To return any product, please complete the return request by logging into the "My Account" page on our website.
Make sure to clearly state the reason for return and provide as many details as possible.
You can also contact us via:
📧 Email: bukhoorlab@gmail.com
📱 WhatsApp: +966530660205
Return and Exchange Policy
You may request a product exchange only in the following cases:
-
If the product arrived damaged.
-
If you received the wrong product/order.
-
If a product you ordered was not delivered.
Important Return Instructions
-
Damaged Items:
We will replace the product at no cost, including shipping, after confirming that the damage occurred during shipping.
Please take at least 3 photos of the damaged product inside the box and send them to us at: bukhoorlab@gmail.com -
Missing Items:
If an item is missing due to our error, we will ship it to you free of charge.
Please send at least 3 photos of all received items in the box to bukhoorlab@gmail.com -
Wrong Items:
If you receive the wrong item, we will replace it for free, including shipping.
You must take at least 3 photos of the incorrect item and send them to bukhoorlab@gmail.com within 48 hours of receiving the package.
You must also return the incorrect item in order for us to send the correct one.
Shipping the Return
Products can be returned through our authorized shipping agent.
We will coordinate with the shipping company on your behalf to arrange pickup at your convenience.
However, you are responsible for proper packaging of the items. Any damage during return shipping due to improper packaging will be your responsibility.
Refund Method
If it is confirmed that the error was ours, you will receive a store credit or voucher equal to the value of the returned products.
Cash refunds are not available under any circumstances.
Store vs Online Purchases
-
Products purchased from the online store cannot be returned to any physical retail locations.
-
Likewise, products purchased from physical stores cannot be returned to the address listed for online orders.
Steps to Request a Refund or Exchange
-
Requests will only be considered if we are notified within 24 hours of receiving the shipment.
-
Send 3 photos by email to our Customer Care Team:
📧 bukhoorlab@gmail.com
📱 WhatsApp: +966530660205
Customer Service Hours:
📅 Saturday to Thursday
⏰ 9:00 AM – 6:00 PM
📍 Within Saudi Arabia
-
Always mention your invoice number in any communication.
-
The package must be returned to us within 1 day of receipt.
Disclaimer
For safety reasons, some products like perfumes or flammable items may not be eligible for express shipping in certain countries.
It is your responsibility to check the shipping regulations in your country before placing or returning an order.
We are not responsible for undelivered packages due to local restrictions or policies.
Shipping and Delivery Policy
Our primary mission is to provide you with the best online shopping experience. That’s why we’ve made shipping and delivery simple and efficient—your comfort is our top priority.
BuhkoorLab delivers orders via third-party couriers to ensure your items arrive at the right time and location.
Our delivery method includes same-day or next-day delivery, depending on your geographical location and the capabilities of the delivery partners.
You can also subscribe to receive selected items regularly (daily, weekly, or monthly).
Some items may require additional preparation time, ranging from one to several days depending on the nature of the product.
If the delivery team arrives at your registered address and no one is available, please contact the courier to reschedule.
BuhkoorLab is not responsible for any orders delayed more than 12 days from the first delivery attempt.
If you miss the scheduled delivery twice, an additional delivery fee will be applied.
Delivery Fee
-
The standard delivery fee is SAR 35 for all cities within Saudi Arabia.
Free Shipping Notes
-
If you used a free shipping code, and the order was not received, reshipping will incur a fee of SAR 50.
-
Also, if you cancel or fail to receive a shipped order, SAR 50 will be deducted from the order value.
Important Delivery Information
BuhkoorLab guarantees the safety of your package from theft or damage from the moment it leaves our store until it is delivered.
However, we are not responsible for the product after it has been received.
Delivery time estimates are calculated from the moment the order is shipped.
Delays caused by the buyer's payment processing or delays from delivery companies are beyond BuhkoorLab's responsibility.
Additional delivery charges may apply if your location is in a remote area.
If you wish to cancel or exchange your order, please visit the Return Policy page and follow the outlined steps.
If your order has already been shipped but not received, you will be required to pay shipping and return shipping fees.
If the order has been received in good condition, it cannot be returned or exchanged to maintain quality and safety.
